Regency Travel & Tours is a travel agency in Qatar that provides global travel solutions and services for corporate and individual travelers worldwide.
As part of their transformation program, Regency Travel & Tours aimed to redesign their outdated B2B OTA into a responsive web application. This new application is intended to enhance their offerings and booking process, reflecting their future ambitions. Additionally, it will provide a platform for back-office and customer management teams to streamline operations, boost productivity, and increase revenue.
UI/UX Designer
UX Research, UI Design, Concept Development, Wireframe, Prototype
2020
Design Thinking exploration to simplify the complex process
To gain in depth clarity about the processes. We kicked things off by running workshops. These sessions allowed us to engage directly with users and highlighted specific problem areas that needed attention, which we explored through walkthroughs of existing application. This helped us uncover different departmental challenges and understand their impact on overall business operations. This process was challenging due to the tight time schedule and the complexity of the technical processes involved. It was crucial to gain a understanding of these processes, including knowledge about multiple GDS integrations, third-party suppliers and customer historical data.
We conducted a total of 32 interviews across different departments, all held remotely via Zoom calls. These conversations gave us a deep understanding of the users' tasks and daily routines, revealing key pain points and challenges. We also explored their goals and expectations, which provided a clearer perspective on areas for improvement and innovation. the interview question was focused mainly on their daily activities and process
We knew that there were many things that needed to be addressed. However, our primary goal was to minimize the time users spend making reservations by reducing the number of steps involved. Additionally, we aimed to provide quick access to customer data. We also identified opportunities to automate many processes for greater efficiency. We began by compiling a list of essential features and functionalities based on user feedback. Our objective was to design a system that is simple, adaptive, and easy to navigate.
We started by creating wireframes to outline all necessary elements. Then, we developed a low-fidelity prototype to quickly test and validate our design concepts. Based on the feedback received, I updated the wireframes, prototypes, and user flows accordingly. The goal of the testing was to identify any issues with the user journey and uncover opportunities for design improvements by observing how participants interacted with the prototype's features.
Through our user-centered design thinking, collaboration, research, and iterative refinement sessions, we built this platform within four months. This accelerated the booking process, helping agents achieve their targets and goals.
